---
sourceDocument: Brazil Telecommunications, Media, and Technology
sourceDocumentLink: https://www.servicenow.com/docs/r/telecom-media-technology

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Telecommunications, Media, and Technology

ft:clusterId :

    - telmt

bundleId :

    - telmt

workflow :

    - Customer and Industry


---

# Smart Actions for Telecom

# ServiceNow Otto for Telecommunications, Media, and Technology (TMT) Smart Actions for Telecom agentic workflow {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
Use the Smart Actions for Telecom agentic workflow to retrieve customer data and get a summary with a recommended next action for a customer account or consumer.

## Smart Actions for Telecom agentic workflow overview {#now-assist-tmt-smart-actions-agentic-workflow__section_overview}

Retrieve a consolidated view of customer data using the Smart Actions for Telecom agentic workflow. When triggered from the Recommended Actions panel on the Telecom Customer 360 page, the workflow retrieves data for the current
customer account or consumer. The workflow delivers a Customer 360 summary in the ServiceNow Auto panel and performs the following steps:

* Retrieves customer account or consumer context and performs a pre-diagnostic check across product inventory, duplicate cases, open incidents, open work orders, active alerts, and outstanding billing. The workflow uses the Telecom Customer Enterprise Graph to enrich customer context at runtime, retrieving service-related data such as service problem cases and sold product details. For more information, see [Telecom Customer Enterprise Graph](https://www.servicenow.com/docs/TQamHndM2oEoUXG7Osox1w "The Telecom Customer Enterprise Graph connects telecom customer and service data to provide context for AI agents in the Smart Actions for Telecom agentic workflow.").
* Delivers a Customer 360 summary with an overall risk assessment and a recommended next action.
* Remains available to answer follow-up questions using the gathered context, the knowledge graph, or the associated tools.

{#now-assist-tmt-smart-actions-agentic-workflow__ul_qz2_fsw_bkc}  
The Smart Actions for Telecom agentic workflow supports these tables:

* Customer account
* Consumer
{#now-assist-tmt-smart-actions-agentic-workflow__ul_smart_actions_tables}

Role required: `sn_tmt_agentic_ai.smart_actions_agent`  
Note:  
The Smart Actions for Telecom agentic workflow is available in read-only mode. Before using the workflow, you must make a copy and adjust the settings according to your requirements. See [Duplicate an agentic workflow](https://www.servicenow.com/docs/access?context=clone-aia-usecase&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US) for details.

## Role masking {#now-assist-tmt-smart-actions-agentic-workflow__section_role_masking}

Required role: `sn_tmt_agentic_ai.smart_actions_agent`

Agentic workflows and their AI agents use [role masking](https://www.servicenow.com/docs/access?context=aia-role-masking&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US) to determine which users can access them. Ones installed with your applications have specific roles that come included with the application. If you select Users with specific roles for user access, you must configure the security controls to include these roles. For the instructions to change the security controls, see [Define security controls for an agentic workflow](https://www.servicenow.com/docs/access?context=define-sec-controls-aw&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US).

## Access the Smart Actions for Telecom agentic workflow {#now-assist-tmt-smart-actions-agentic-workflow__section_access}

To access the agentic workflow:

1. Navigate to AllAI Agent StudioCreate and manage.
2. Select Smart Actions for Telecom.
{#now-assist-tmt-smart-actions-agentic-workflow__ol_smart_actions_access}

To create an agentic workflow, see [Create an agentic workflow](https://www.servicenow.com/docs/access?context=configure-use-case-ai-agents&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US).

## Test the agentic workflow {#now-assist-tmt-smart-actions-agentic-workflow__section_testing}

To access the use case testing page:

1. Navigate to AllAI Agent StudioTesting.
2. On the Overview page, select Smart Actions for Telecom.
{#now-assist-tmt-smart-actions-agentic-workflow__ol_smart_actions_testing}

To test the use case, see [Manually test the execution of an agentic workflow](https://www.servicenow.com/docs/access?context=test-aia-use-case&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US).

## AI agents used in the Smart Actions for Telecom agentic workflow {#now-assist-tmt-smart-actions-agentic-workflow__section_agents}

The following AI agent is used to execute the instructions for the agentic workflow.

To create an AI agent, see [Create an AI agent](https://www.servicenow.com/docs/access?context=configure-next-best-action-agent&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US).
{#now-assist-tmt-smart-actions-agentic-workflow__table_smart_actions_agents__entry__2}

| AI agent | AI agent role |
|-|-|
| Telecom Smart Actions Agent | Gathers full telecom customer context from a triggering account or consumer record. Performs a pre-diagnostic check across product inventory, the knowledge graph, duplicate cases, open incidents, open work orders, active alerts, and outstanding billing. Does not diagnose network faults. Remains available to answer follow-up questions after the initial run. |
[Table 1. AI agents and their role in the Smart Actions for Telecom agentic workflow]

{#now-assist-tmt-smart-actions-agentic-workflow__table_smart_actions_agents}
* **[Telecom Customer Enterprise Graph](https://www.servicenow.com/docs/TQamHndM2oEoUXG7Osox1w)**   
  The Telecom Customer Enterprise Graph connects telecom customer and service data to provide context for AI agents in the Smart Actions for Telecom agentic workflow.

**Related concepts**   

* [Telecom Customer Enterprise Graph](https://www.servicenow.com/docs/TQamHndM2oEoUXG7Osox1w "The Telecom Customer Enterprise Graph connects telecom customer and service data to provide context for AI agents in the Smart Actions for Telecom agentic workflow.")

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